Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 8

Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria. You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified

Reference: [Case Assignment Rules] and [Data Tools]

The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified

Reference: [Import Articles into Lightning Knowledge] and [Add Files to Articles]

The steps are as follows:

Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.

Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.

Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.

Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.

Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations. Verified

Reference: [Data Migration Strategy in Salesforce]

Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified

Reference: [Import Articles into Lightning Knowledge]

Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified

Reference: [Experience Cloud User Licenses]

Ensuring that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Article Types Overview

Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview

Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business. Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Data Categories Overview